Care Centre Assistant Manager
UAE, United Arab Emirates
Job Description
We are Allianz Partners. The leader in assistance and insurance solutions in the areas of international health, assistance, automotive and travel insurance. Allianz Partners is a global family of over 19,000 employees across 78 countries. This role is in the International Health part of the business, which has a number of well-known customer facing brands such as Allianz Care, Nextcare and Medi24.
The International Health line of business provides international health, life and disability insurance and services, reinsurance and administration services to a wide range of customers. These include multinational companies, intergovernmental organisations (IGOs), non-governmental organisations (NGOs), private individuals, families and students. Our mission is to ensure that customers have access to quality healthcare through our support, care and commitment to go the extra mile. We are a truly global health partner for our customers, ensuring fast and simple access to the best advice, treatment and value for our customer.
The International Health line of business provides international health, life and disability insurance and services, reinsurance and administration services to a wide range of customers. These include multinational companies, intergovernmental organisations (IGOs), non-governmental organisations (NGOs), private individuals, families and students. Our mission is to ensure that customers have access to quality healthcare through our support, care and commitment to go the extra mile. We are a truly global health partner for our customers, ensuring fast and simple access to the best advice, treatment and value for our customer.
Summary:
The CareCentre - Assistant Manager is responsible for supporting the CareCentre - Manager in managing the functions of the CareCentre Department while ensuring that departmental goals, timeline of activities, and compliance measures are met. The incumbent has the responsibility to represent himself/herself as the manager-in-charge for all functional purposes in the absence of the CareCentre - Manager.
Main Tasks:
- Provides directives along with the Care Centre Manager by providing technical assistance to evaluate complex, high-cost, or escalated claims while ensuring the quality, productivity, and service level
targets of staff members are met according to operational measures.
- Monitors and audits daily performance to ensure the best possible customer service.
- Assists in supervising team outputs as well as individual performance.
- Assess the performance of the team (function) and support in developing skillsets to fulfill task requirements.
- Provides ongoing support and motivation to the team and encourages their professional growth.
- Continuously works to identify possible procedure inconsistencies; develops, recommends, and implements improvements.
- Provides support to Medical Claims - Officers to close all escalated claims queries within the agreed turn-around time.
- Escalates issues concerning the department and operations to the care centre Manager and implements recommended plan of action.
- Suggests updates in policies and procedures within the department to be followed by the staff members.
- Assists in arranging workload distribution and ensuring adequate staffing/resources daily and on a long-term basis (including the hiring process) to provide optimal customer service.
- Assists in developing and maintaining an accurate MIS system that is applicable in reviewing calls and staff performance for quality and compliance; evaluates statistical reports to monitor trends and identify potential issues that can be managed proactively.
- Suggests training requirements of staff to ensure productivity and growth.
- Assists in establishing, training, and overseeing Care Centre management practices, internal controls, technical training, policies & procedures, and process manuals.
- Assists in promoting client relationships and engaging in discussions that will help improve internal systems and processes.
- Operates as a team player and develops strong working relationships to ensure open communication across the board.
- Assumes complete responsibility of the Care Centre in the absence of the Care Centre Manager by monitoring the department’s performance and service levels; ensures smooth and proper
execution of tasks and adherence to SOPs and take necessary action to maintain the same.
- Keeps the Care Centre Manager updated with all reports and relevant information related to workflow and team management, and ensures that all actions taken (on behalf of or in the absence of the
Care Centre Manager) is in accordance with operational measures.
Minimum Requirements:
- Bachelors Degree; Medical background.
- 2+ years experience in a middle management position in a Call Centre environment;
- Certifications and training in Insurance / Healthcare will be beneficial.
- Physically fit to carry out duties.
- Legally permitted to work in the country of operations.
- Fluency in MS Office (Excel, Word, Outlook, PowerPoint) and general internet navigation and research skills.
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Job Detail
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Job IdJD1414559
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationUAE, United Arab Emirates
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EducationNot mentioned